1.  Can you think of other kinds of complaints in a hotel? 

2. How to handle hotel complaints?

3.Listening Practice

Clerk (C): Good afternoon. Front Office. Can I help you?

Guest (G): This is George Smith speaking from Room 1506. I just checked in but I’m not happy with my room.

C: What’s the problem?

G: The room is smelly and not clean enough. There are no towels in the bathroom. I’m very annoyed.

C: I’m terribly sorry to hear that. I’ll send a room attendant to clean your room right now. She’ll bring new towels for you. We

do apologize for the inconvenience.

G: No. I’d like to change to another room. Could you arrange it?

C: Please wait a moment, Mr. Smith. Let me check… How about Room 1608? It’s of the same standard and rate as Room 1506.

G: OK.

C: Would you please come to the reception desk to fill in the room changing form?

G: No problem.